• Do you ship internationally?

We currently ship within Australia (for orders placed from our website brisbanegiftco.com.au)

• How do I track my delivery?

Once your item has been shipped you will receive an email from us with your tracking details. If you haven’t received this, please check your junk mail. If you need to get in contact with us about the whereabouts of your order, please email [email protected].

• How long does express shipping take?

*All delivery timeframes are an estimate only and brisbanegift co. will not be liable to you for losses suffered or incurred due to delivery delays.

Orders are dispatched within one business day and are delivered within one to three business days from dispatch, depending on your location.

• How long does standard shipping take?

*All delivery timeframes are an estimate only and brisbanegift co. Will not be liable to you for losses suffered or incurred due to delivery delays.

2-7 business days, depending on your location in Australia. For an estimate, visit the Australia Post website.

• How much is shipping?

Brisbane, Gold Coast and Sunshine Coast free for orders over $99.

• Are Glasshouse, Circa, Fumare and wavertree & London Fragrances products vegan friendly?

Our products are not tested on animals, are free from Parabens, PEGS and contain no animal by-products and can be considered as vegan friendly.

• How long will a Glasshouse, Circa, Fumare and wavertree & London candle burn for?

In ideal conditions, 760g candles burn for up to 100 hours, 380g candles burn for up to 65 hours, and 60g candles burn for up to 20 hours.
Please note that we aim to ensure all of our candles are as long lasting as possible however burn times do vary based on a variety of factors. These include candle maintenance (whether wicks are being properly trimmed and are centred), the length of each continuous burn time (a longer burn that results in a deeper melted wax pool has the tendency to evaporate faster), candle placement (air-conditioned and drafty areas may effect burn times) and the age of the candle. To get the most out of your candles we always advise that you follow the enclosed burning instructions.

• How long will a Glasshouse, Circa, Fumare and wavertree & London Fragrances Diffuser last?

A 250ml Glasshouse, Circa, Fumare and wavertree & London Fragrances Diffuser will last, once opened, up to three months. Environmental factors, such as direct sunlight and breezes, and also the frequency you flip your reeds, may impact the life of your Fragrance Diffuser. For best performance we encourage you to refer to the enclosed care instructions.

• Do I need to trim my candle wicks?

Yes. As the wax level drops, the wicks effectively become longer so we advise that you trim the wicks to 7mm and ensure they’re upright prior to each new burn.

• What does Triple Scented mean?

This means that Glasshouse, Circa, Fumare and wavertree & London Fragrances use some of the highest fragrance loads in the industry to deliver one of the strongest fragrance releases on the market. The fragrance lasts longer and the candle can be burned for a shorter period of time to get the same performance.

• Why are some fragrances stronger than others?

Fragrances and how we perceive them can vary accordingly to many different factors, the fragrance style and how the perfumer constructs the fragrance, including the fragrance notes used and their concentration. Our mood, level of alertness or the environment in which we smell them also play a big part in how we experience a fragrance. A fragrance we smell in the morning at 9am may be perceived differently between 1pm and 3pm, when our body’s circadian rhythm is at its most sleepy. This is why we often crave coffee and sugar at this time for a pick me up, as our body’s internal clock and senses slow down. Perfumers will always evaluate fragrances before midday for this reason.
Some fragrances act like a cloud, building over time in a room and lingering, these are often more powdery, feminine fragrances, that use musk or light sugared candy notes – they act like a beautiful scenic backdrop. Whilst other fragrances have concentrations of strong, punchy fragrance notes, these vivacious fragrances are lively and outgoing, they demand your attention; fragrances with caramel, citrus and tropical fruity notes fall into this family.

• Why do I need to burn my 380g candle for more than 1 hour and less than 4?

If you burn for less than one hour the wax may not be melted all the way to the outside of the candle. Once this happens the candle can form a pattern of tunnelling which leaves unmelted wax around the edges, may reduce the overall fragrance throw and eventually may drown the wicks so the candle will not stay alight. If you burn for longer than four hours, the candle wick can become quite long and may fall onto the side of the glass, or heat the glass up.

• Why do you say to stop burning with 10mm of wax left?

We ask that you stop burning your candle at the 10mm wax mark as lower than this there may not be enough wax left in the candle to absorb the heat of the flame, which can lead the glass to becoming very hot and/or cracking.

• Why is there a black residue forming around the rim of my candle jar?

A candle wick requires trimming between burns or if the candle has been burning continuously for two or more hours. The wicks should be trimmed to about 7mm from the wax, only then will the candle stop emitting carbon – the black residue. If there is black residue on the glass of your candle jar, use a dry piece of paper towel and wipe clean.

• Why has the Fragrance Diffuser liquid changed colour?

The fragrance diffuser solution will oxidise after it has been opened. The perfume in the diffuser interacts with oxygen which can affect its colour – just like a sliced apple changes colour when exposed to the air. This shouldn’t cause any problems with the performance.

• What are you soap bars made from?

Our soap bars are made from a sustainable plant oil base. In our natural soap range, we have used a natural preservative and natural fragrances, these bars are 100% naturally derived. Sustainable Sodium Palmate, Sodium Palm Kernelate, Water (Aqua), Fragrance (Perfume), Glycerine, Butyrospermum Parkii (Shea Butter), Sodium Chloride, Sodium Gluconate, Titanium Dioxide.

• Can I use more than one promotional code per order?

Unfortunately we can only accept one promotional code per order.

• Do you offer Gift Wrapping?

Sorry, no, we do not offer gift wrapping.

• How can I return an Online order?

Please contact Customer Service via email [email protected] and provide the following information:

*Online order number.

*Full name.

*Email Address used for the order.

*Photos of the item(s) if they arrived in less than perfect condition.

Customer Service will usually respond within 1 business day and advise on the next steps.

Please refer to the Refund Policy above for full terms and conditions.

• Can I exchange an Online order?

Online orders returned via the Reply-Paid address can only be refunded*.

Please refer to the Refund Policy above for full terms and conditions.

• Online Order Refunds

To receive a refund for an item purchased from brisbanegiftco.com.au, it must be sent back to our warehouse within 30 days of purchase. Refunds for items purchased online cannot be processed in-store.

Please note that customers are responsible for all shipping charges incurred for a ‘change of mind’ return. If you have selected to receive a pre-paid return label from Brisbanegift.co.and your return is deemed as ‘change of mind’, the cost of the label will be deducted from your refund total.

*When items are purchased in December, the 30 days for return & exchange commences from the 25th of December.

• I’ve ordered the wrong thing, what do I do?

Unfortunately, we are unable to edit your order items once it’s been placed. If you have ordered the wrong thing, provided it hasn’t yet been shipped, we can cancel your order and refund you so you can order again. Please email [email protected] if you need assistance.

• What is your exchange policy?

You can exchange a product due to change of mind within 30 days of it being dispatched by us, providing it’s unused and in re-saleable condition. Please note shipping costs for the return and resend are at your expense, with the resend charged at the standard rate ($9.95). Exchanges will be processed within 2 working days from the date the returned goods are received. We recommend that proof of postage is obtained for your return, in the unlikely event that we do not receive the parcel.

If you would like to return an item, please email [email protected] with your order number and details of the return or exchange.

• What is your returns policy?

You can return an item within 30 days of it being dispatched by us, providing it’s unused and in re-saleable condition. Please note shipping costs are at your expense. Where a refund is due, this will be processed onto the credit/debit card or via PayPal with which the purchase was made, within 2 working days from the date the returned goods are received. Refunds may take 5-7 working days to reflect against an account, depending on the bank. We recommend that proof of postage is obtained for your return, in the unlikely event that we do not receive the parcel.

If you would like to return an item, please email [email protected] with your order number and details of the return or exchange.

• Can I change my delivery address after I’ve ordered?

As soon as your purchase is completed, we begin the processing and packing so we can get your order to you in a timely manner. If you have provided an incorrect or incomplete delivery address please send email [email protected]  and we will do our best to update your address, however we cannot guarantee it will be possible.

• What currency are your products in?

All products listed are in AUD.

• What payment methods do you accept?

We accept Visa, Mastercard, Paypal, ZipPay and Afterpay.

• Will my order come with an invoice?

No, we do not include an invoice with our deliveries. If you require an invoice for tax purposes, please email [email protected] with your order number and we can supply you with one.

• Do you have express shipping?

Yes, we do. Please choose your shipping method when you order.

• What is your exchange policy?

We want you to love your purchase as much as we love making it. If you have picked the wrong scent candle or diffuser and haven’t used/opened them, please contact us [email protected] immediately to see what we can do!

Unfortunately, we do not exchange our items. Please note returned items are at senders’ expense.

• What is your refund policy?

If an item is faulty or not as described, please contact us on [email protected]

Refunds are only available via PayPal.

• Can I use more than one promotional code per order?

No, only one code can be used per order.